Dissertation/ Thesis
A Study of Relationship between Relationship Inertia and Customer Loyalty – An Example of Chunghwa Telecom co. Ltd
| العنوان: | A Study of Relationship between Relationship Inertia and Customer Loyalty – An Example of Chunghwa Telecom co. Ltd |
|---|---|
| Alternate Title: | 關係慣性與顧客忠誠之探討：以中華電信為例 |
| المؤلفون: | Chang, Kuei-Chen, 張桂禎 |
| Thesis Advisors: | Lin, Yang-Chu, 林陽助 |
| سنة النشر: | 2014 |
| المجموعة: | National Digital Library of Theses and Dissertations in Taiwan |
| الوصف: | 102 In recent years, fierce competition in the telecommunications market. In addition to attracting new customers, old customers stick is also important. There are many causes for customers willing to retain. In the past, scholars indicated that relationship inertia is an important factor on customer retention. Therefore, the research spindle of this study is the relationship between inertia and customer loyalty. The main purpose of this study is to explore the relationships among external locus of control, perceived value, relationship quality, relationship inertia and customer loyalty. This study tested on data collected from the mobile customer of Chunghwa Telecom. To understand external locus of control, perceived value, relationship quality on the effect of inertia, which explore the relationship between degree of relationship inertia effect on customer loyalty. This study adopted questionnaire as survey sampling method. A total of 437 effective questionnaires were collected. Analyzed by SPSS and LISREL, structural equation modeling to verify the behavior of mobile phone users intention. The following results revealed that：(1) Perceived value, relationship quality have positive effects on relationship inertia and customer loyalty. (2)Relationship inertia has positive effects on customer loyalty. (3) Relationship inertia was partially mediated between perceived value and customer loyalty, and relationship inertia was partially mediated between relationship quality and customer loyalty.Finally, this study propose some suggestions for future research and telecom operators as a reference. |
| Original Identifier: | 102SCU00121008 |
| نوع الوثيقة: | 學位論文 ; thesis |
| وصف الملف: | 81 |
| الاتاحة: | http://ndltd.ncl.edu.tw/handle/ywbc6t |
| رقم الانضمام: | edsndl.TW.102SCU00121008 |
| قاعدة البيانات: | Networked Digital Library of Theses & Dissertations |
| الوصف غير متاح. |